Go-Jek updates app after complaints about no-show drivers

Go-Jek is updating its Singapore ride-hailing app and related policies, following reports that some of its drivers had pocketed users’ money without picking up their passengers or completing rides.

Photo credit: Go-Jek

One policy being changed is that covering cancellations. Drivers have complained that they are unable to qualify for some incentives after they had been hailed by users who subsequently cancelled the ride. Go-Jek said the new policy will “ensure that rider cancellations do not affect driver-partner performance […] regardless of the reason” why the user cancelled.

Go-Jek also said it is making it easier for users to add, edit, and remove credit and debit cards from their accounts.

This came after social media posts last week suggested that some Go-Jek drivers in Singapore have been cancelling rides before picking up their passengers, but had still deducted fares from the users’ cards.

See: Go-Jek responds after Singapore users charged by no-show drivers

Affected users said they had not received responses from Go-Jek after complaining, and that they were not able to remove their card as a payment option – a measure which could prevent future unfulfilled ride charges.

The company’s terms and conditions for Singapore previously said that removal of cards as a payment option “is currently unavailable.” As of today, this no longer appears to be the case.

Other changes that Go-Jek is introducing include “improved” ride allocation, assigning drivers rides in areas closest to them, and a security-oriented feature that allows users to check which devices are logged in to their Go-Jek account at any given time.